Telecommunications, like Banking, often receives the most damning feedback from customers. Every Telecommunications provider, from mobile phones, through to broadband, Television and even Landline providers have their work constantly cut out for them in terms of Customer Experience and Service. Xaleon is here to help.
Email and Telephone are no longer enough
Telecommunications companies, like banks, often receive the worst customer feedback. While companies still rely heavily on email and phone support to help customers, experts agree that this is no longer enough. Too often, service agents have to provide tech support while flying blind. Xaleon's video support helps agents see the problem, take screenshots and use a whiteboard to carefully guide the customer through solving the problem with drawings and annotations.
High amount of repeat FAQs
A large number of the service requests faced by call centre staff at telecommunications companies are repetitive. Answering the same question over and over again is not only tedious, but also inefficient - especially when it comes to "non-value" requests that could be automated.
Low Online Conversion Rates
Several factors in the customer journey can have a positive impact on online conversions. Price plays a role for customers, of course, but especially with complex telecom products, unanswered questions and a barrier to getting them answered cannot be ignored. With Xaleon, contacting potential customers has never been easier. Customers can do the necessary research on prices and packages online and, under certain conditions, call in a salesperson for assistance at any time.
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